SimVS Hardware & Software Return Policy

SimVS is committed to getting your devices up and running. If a technical or network issue arises, our team will work directly with you and your IT department to review requirements, configuration, and reasonable troubleshooting steps needed to make the system operational.

SimVS systems are used in more than 500 institutions worldwide. To date, we have not encountered a customer environment in which SimVS could not be made operational. We encourage customers to contact us promptly about compatibility concerns so we can help resolve them within the return window.

All hardware return requests must be submitted within 30 calendar days of the delivery date. Contact SimVS before shipping any item to obtain return authorization and instructions. Sending an item to SimVS without authorization does not guarantee that the return will be accepted.

Within the 30-day return window, SimVS may accept:

• unopened, unused hardware in its original condition; and
• items with a genuine manufacturing defect.

The following items are not eligible for return:

• tablets and routers after the 30-day return window;
• software licenses, which are final sale;
• custom or modified equipment; and
• items showing signs of damage, misuse, or neglect.

Customers are responsible for conducting reasonable due diligence before purchase, including:

• confirming compatibility with existing network infrastructure;
• reviewing and testing requirements with the customer's IT department before deployment;
• verifying technical requirements with IT leadership; and
• reviewing applicable specifications and datasheets.

SimVS is available to support this review before purchase and to collaborate with the customer's IT team during setup.

• The customer is responsible for all return shipping costs.
• A 15% restocking fee applies only to accepted non-defective hardware returns.
• No restocking fee applies to an accepted return for a genuine manufacturing defect.
• Software licenses are final sale and cannot be returned.
• All returned items are subject to inspection. SimVS reserves the right to refuse items showing signs of deployment, use, damage, misuse, or neglect.

SimVS may consider exceptions on a case-by-case basis for documented manufacturing defects or critical compatibility issues. An exception is not effective unless confirmed by SimVS in writing.

To request support or begin a return, email info@simvs.com. Include your organization, order or invoice number, delivery date, affected items, and a description of the issue.